Customer Care Back Office
About The Position
The Customer Care team is dedicated to providing exceptional business-to-business (B2B) support to a diverse customer base, including state and local government entities, federal agencies, authorized channel partners, and resellers. The team serves as the main point of contact for internal and external customers experiencing a diverse range of complex customer issues, particularly technical challenges related to various Motorola Solutions Portals. Our primary role involves troubleshooting and resolving technical issues specific to the Portals utilized by our valued customers and partners. The Customer Care Back Office Agent is a key member of the team providing exceptional business-to-business (B2B) support to government agencies, channel partners, and resellers. This role focuses on being the main point of contact for complex technical challenges, primarily involving troubleshooting customer system and access issues related to various Motorola Solutions Portals.
Requirements
- A Bachelor's degree OR a minimum of two (2) years of experience in customer service/support.
- Strong problem-solving, time management, and multitasking skills.
- Must be customer-focused, detail-oriented, self-directed, and possess excellent verbal and written communication skills with a professional, empathetic, and collaborative mindset.
- Legal authorization to work in the U.S. indefinitely is required.
- Employer work permit sponsorship is not available for this position.
Responsibilities
- Troubleshoot and resolve customer system and access issues promptly, utilizing the Salesforce Case Management system for effective tracking.
- Manage daily operations, including work distribution, backlog tracking, and ensuring adherence to service level agreements (SLAs).
- Collaborate with internal business partners to address and resolve complex customer concerns.
- Perform user setups and manage the timely handling of PartnerEmpower applications, change requests, and support cases.
- Proactively identify and recommend process improvements, conduct quality checks/case audits, and assist in writing or updating knowledge base documentation.
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
